About the Role

We are looking for a detail-oriented and creative individual to take ownership of the Bot Knowledge Base (KB) and Prompt Design across platforms like Chatbots and WhatsApp Bots. This role is crucial in delivering a seamless conversational experience, optimizing automation, and reducing operational costs.

What You’ll Do

Bot Prompt Design & Conversation Flows

• Design, refine, and maintain prompts for key merchant queries
• Create empathetic, accurate, and user-friendly conversation flows
• Translate backend logic into clear, intuitive bot interactions

Knowledge Base (KB) Management

• Own the end-to-end lifecycle of bot KB entries (create/update/retire)
• Collaborate with product and business teams for real-time updates
• Maintain fallback rules, SOP triggers, and escalation logic

Bot Journey & Automation Improvement

• Identify inefficiencies and enhance automation flows
• Drive initiatives to reduce manual intervention and improve resolution

Cross-Functional Collaboration

• Act as the primary POC for prompt and KB changes
• Work closely with Product, Ops, Risk, Compliance, and Tech teams
• Ensure alignment and validation of bot changes pre- and post-deployment

Performance Analysis & Reporting

• Monitor key KPIs: pass-through reduction, cost savings, intent success rates
• Use data insights to continuously optimize bot responses and flows

What We’re Looking For

• 2–5 years of experience in bot writing, CX automation, or ops analytics
• Strong writing and storytelling skills for building conversational flows
• Familiarity with bot platforms, LLMs, or Gen AI tools
• Proficiency in Excel, Google Sheets, or dashboarding tools
• Analytical mindset with strong problem-solving abilities
• Effective communicator with experience working cross-functionally

Why Join Us?

You’ll play a key role in shaping how users interact with our automation platforms, directly impacting customer satisfaction and business efficiency. If you're passionate about conversational design and automation, we’d love to hear from you